At busy times on-line sales can account for 40% of total trade at UK department store chain John Lewis. When it re-platformed its website, the company had to protect that income and maintain growth by ensuring total operational efficiency from day one, read to find out how.
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With the right use of analytics and business intelligence, you can capture the current state of your company’s performance and create a plan for determining its future. Read this white paper to learn more about how you can revitalise your customer service output through a revised analytics solution.
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Marketers need to be more data-focused and technically adept, in addition to having classic marketing knowledge. This report explores the extent to which brands are delivering what consumers want in the context of the digital experience, and whether marketers are prioritising the areas which matter.
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Organisations spend millions of dollars annually on contact centre technology to help improve customer satisfaction, become more competitive, and reduce the cost of acquiring and retaining loyal customers. But is the investment really worth the money? Read to find out more.
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8 Ways to do Mobile Appointment Booking Right shows you how mobile appointment booking can gratify your customers and your bottom line. While customers love making their own appointments, mobile appointment booking is also a behind-the-scenes game changer for successful service operations.
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Government budget cuts mean that local authorities must find a more cost-effective way to manage customer service. Digital services stand out as the way forward. What is the importance of understanding your customer and how can Master Data Management (MDM) help your service transformation?
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Organisations are using mobility to improve the customer experience, enable a more productive workforce and deliver on new and innovative value propositions in the marketplace. This paper reveals how organisations are using mobility to improve the customer experience and overcome mobility challenges
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Banks must make changes in four areas in order to reposition the branch to play a new, more valued role in an overall delivery strategy. These areas include: branch layout and design, technology, sales and service, and staff and people. Read this paper to learn more.
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Good field service experience means satisfied customers. However, many organisations focus on scheduling the closest technician, rather than the most qualified. This report explores how Best-in-Class organisations are delivering exceptional customer service in the field. Read to find out more.
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Amazon is widely regarded as the godfather of customer experience. How do you compare? Many marketers have the first part of their customer journey down, but what about the iffy middle part where business is won or lost? Read this paper, based on independent research, to see where you stand.
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